Notifications
Route per-widget alerts to Slack, Discord, or email when something noteworthy happens in an Informly chat — like a low rating, a handoff request, or a new conversation.
Per-widget notifications send a message to the channel of your choice when something specific happens in a chat — a customer asks for a human, a conversation lands a one-star rating, or a high-value lead drops their email. They run alongside the widget's main behavior, so the AI keeps handling the conversation while your team gets a heads-up where they already work.
Each widget can have its own set of notification channels and event subscriptions. That keeps marketing alerts out of the support channel and vice versa. For organization-wide channels reused across widgets, see Outreach → Notification channels.
Where to find it
Go to Widgets → (your widget) → Notifications.
Channels
Each widget supports several channel types:
| Channel | Best for |
|---|---|
| Slack | Team-wide alerts to a Slack channel via webhook |
| Discord | Community or game-adjacent teams running on Discord |
| Single-recipient or distribution-list alerts |
Add as many as you need; a single event can fan out to multiple channels (e.g. low ratings go to both Slack and email).
Adding a channel
Open the Notifications tab
From the widget detail page, click Notifications.
Add a new channel
Click Add channel and pick the type (Slack, Discord, or email).
Provide the target
For Slack and Discord, paste the incoming webhook URL. For email, enter the recipient address (or a distribution list).
Test it
Click Send test. A sample message arrives in the channel so you can confirm formatting and delivery before subscribing to real events.
Save
Click Save channel. The channel is now available for event subscriptions.
Always send a test before subscribing to high-volume events. A misconfigured webhook silently drops messages, and you don't want to find out by missing a week of handoff requests.
Subscribing to events
After a channel is saved, subscribe it to one or more event types:
| Event | When it fires |
|---|---|
| New conversation | A visitor opens the widget and sends a first message |
| Handoff requested | The AI or the customer requests a human agent |
| Low rating | A conversation receives a rating at or below your threshold |
| Conversation tagged X | A conversation is tagged with a label you care about |
Pick subscriptions that match the channel's audience. A #cs-leads Slack channel might subscribe to "new conversation" only when the conversation contains a lead signal; a #cs-quality channel subscribes to "low rating".
Worked example
A common setup for a support widget:
- Slack channel
#cs-handoffsubscribed to "handoff requested" — so on-call agents see escalations immediately - Email distribution list
cs-leads@acme.comsubscribed to "conversation tagged lead" — so revenue ops follows up - Slack channel
#cs-qualitysubscribed to "low rating" — so leadership sees patterns of bad answers in real time
Each notification includes a link back to the conversation in the Informly inbox so the recipient can read context and take over if needed.
Organization vs widget notifications
Per-widget notifications are scoped to one widget. If you want a channel that applies across every widget in the organization — for instance, billing alerts or org-wide incidents — set it up at the organization level instead.
See Outreach → Notification channels for the org-wide equivalent and guidance on when to use which.
What's next
Notification channels
Manage channels at the organization level for reuse across widgets.
Handoff
Configure when conversations should escalate to a human.
Analytics
Look at long-term trends behind the notifications you're getting.
Skills and actions
Fire webhooks or CRM updates instead of (or alongside) notifications.